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Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:

1. Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Select one.)

A) Provides reporting and analytic tools to track caller behavior for continuous improvement.
B) Allows the reuse of a company's existing web-based integrations, services, and assets, as well as the leveraging of open standards.
C) Extends Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
D) Provides self-service, treatment and call delivery across a SIP network and delivers a better customer experience.

2. Identify the supervisor capacities for Avaya Contact Center Select with IP500v2?

A) 50
B) 100
C) 30

3. Scenario:
A leading Channel Partner of Avaya is responsible for managing several of our accounts, entertains, without Avaya's knowledge and approval, the Chief Technology Officer ("CTO") of a leading client whom Avaya services via the above Partner. The entertainment involves hosting a cocktail dinner for the CTO and his family at a suburban luxury hotel costing approximately $200 and giving a gift coupon worth $500. The Partner does not expense the above to Avaya and justifies the above action on the ground it was a "good will" gesture and not done with any ulterior motive of securing more business.
Is the Partner's behavior appropriate?

A) Yes, because it was a "good will" gesture and Avaya expects our Partners to use their discretion in such instances while abiding by their own internal policies and procedures.
B) No. because it involved payment of a cash equivalent (gift coupon), could be considered lavish under the circumstances and the Partner failed to notify Avaya about the event.

4. Which are three pitch elements that can be included to highlight what end customers are looking for when contacting a business of any size? (Select three.)

A) Present day customers are more apt to use voice, to contact a business
B) Other media types can be less expensive than using voice only
C) End customers want to connect to the right person regardless of the media they use to connect
D) Businesses need to adapt to the needs of their end customers

5. When meeting with a prospect they say: * I don't want to run my contact center on a small business system like IP Office." Which statement could help you overcome this customer's objection? (Select one.)

A) What if we could transform your costly voice interactions into a lower cost to serve business model and at the same time help you generate additional revenue? Businesses use web chat for both sales and support situations. In fact. web chat is one of the lowest cost contact channels available to businesses today. With a lower cost structure and the opportunity for new revenue, you can potentially increase your profitability this would mitigate the upfront cost of replacing your current solution.
B) Really? Have you seen the results from "The Autonomous Customer 2013" survey? Their findings show how customers want to do business with businesses that make it easy to do business. Your customers don't necessarily want to call you and have just anyone helping them. Customers want to spend the least amount of time possible getting the answers they are looking for and we can help you make that happen.
C) What if I told you that Avaya has transformed IP Office and expanded our offerings to serve midsize businesses like yours? Our solutions provide businesses a scalable, redundant, and resilient system capable of handlingdemanding environments. Furthermore, our Contact Center solutions are based on existing solutions with years of mission-critical deployment experience.
D) Are you sure you are comparing apples to apples? You need to look at the total cost for an accurate comparison. Capabilities such as call recording are included as part of Avaya solution (including IP Office licensing), but may be an additional cost with a competitor.

Solutions: